About Bold360 and Salesforce field mapping
You can map the following Bold360 fields to Salesforce fields:
| Bold360 field | Type | Description |
|---|---|---|
| Area Code | Numeric | The are code of the customer's phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey. |
| Category | Text | The User Category that the Agent selects in the post-chat form. |
| Chat ID | Numeric | Bold360-assigned unique identifier for each chat session. |
| Chat Name | Text | The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey. |
| Chat URL | URL | Specific web address from where the chat was started. |
| City | Text | The city of the customer based on the geographical location of the specific IP. |
| Closed | Text | Date and time in UTC format when the customer closed the chat window. |
| Comments | Text | Comments that the customer provided in the post-chat survey. |
| Country | Text | The country of the customer based on the geographical location of the specific IP. |
| Created | Text | Date and time in UTC format when the chat was created by clicking the button or invite. |
| Custom URL | Text | The custom URL of the chat that's not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules. |
| Department | Text | The name of the Bold360 Department that the chat was most recently assigned to. |
| Due Date | Text | This field is no longer actively used |
| Ended | Text | Date and time in UTC format when either the customer or agent ended the chat. |
| Ended By | Text | The party who ended the chat session. |
| Ended Reason | Text | Reason for why the chat was ended, which is either disconnected or closed. |
| First Answered | Text | Date and time in UTC format when the chat was first answered. |
| Flagged | Binary | Displays whether the chat was flagged within Bold360. |
| Folder | Text | Name of Bold360 folder in which the chat was created. |
| Initial Question | Text | Initial question of the customer as entered on the pre-chat form. |
| IP | Numeric | The IP address of the customer's device connecting to Bold360. |
| Knowledge | Numeric | Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
| Last Visitor Message Sent | Text | Date and time in UTC format when the customer's most recent message was received. |
| Net Promoter Score | Numeric | Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
| Operator | Text | The name of the most recently assigned agent. |
| Operator Message Count | Numeric | The number of messages that agents sent. |
| Overall | Numeric | Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale. Only available when post-chat survey is enabled. |
| Page Type | Text | The last page of a chat window presented to a customer:
|
| Professionalism | Numeric | Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
| Region | Text | The state/province of the customer based on the geographical location of the specific IP. |
| Responsiveness | Numeric | Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
| Reverse IP | Numeric | The IP address of a customer's IP. Used for reverse DNS lookup. |
| Started | Text | Date and time in UT format when a chat was started from the chat queue. |
| Status | Text | Status of the customer as selected by Agent in the post-chat form. |
| Unresponded Message Count | Numeric | Number of customer-sent messages received since the last agent message. |
| Visit Email | Text | The email address of the customer, captured within the VisitEmail parameter or through Email in the pre-chat survey |
| Visit ID | Numeric | Bold360-assigned unique identifier for each site visit. |
| Visit Info | Text | Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code. |
| Visit Phone | Numeric | The phone number of the customer, captured within the VisitPhone parameter or through Phone in the pre-chat survey. |
| Visit Ref | Text | Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code. |
| Visitor ID | Numeric | Bold360-assigned unique identifier for visitor. |
| Visitor Message Count | Numeric | The number of messages that the customer sent. |
